Description

IT Support Tier I

Type: Hybrid

The IT Support Level I Technician is responsible for providing first-line technical support to end users across all company locations. This role focuses on resolving routine hardware, software, and network issues, assisting with user onboarding/offboarding, and maintaining accurate IT documentation and inventory. The ideal candidate delivers excellent customer service, communicates effectively, and is eager to grow within IT operations.

Key Responsibilities

End-User Support

Serve as the first point of contact for IT support via phone, email, or ticketing system.
Provide timely troubleshooting for desktops, laptops, peripherals, and mobile devices.
Support end users on Windows and macOS systems, Microsoft 365, Google Workspace, and standard business applications.
Reset passwords, configure MFA, and manage basic account access in Active Directory and related systems.
Assist users with network connectivity issues, VPN access, and printer setup.
Document all requests and resolutions accurately in the IT ticketing system.
Escalate unresolved issues to Tier II or Tier III support following defined procedures.

Device & Software Management

Configure and deploy computers and devices in accordance with company standards.
Install, update, and troubleshoot approved software applications.
Perform basic maintenance and support for printers, scanners, and VoIP phones.
Maintain accurate asset records for IT hardware assignments and equipment lifecycle tracking.

Operational & Administrative

Support employee onboarding/offboarding by preparing, configuring, and retrieving IT equipment.
Assist in tracking IT inventory, licenses, and warranty renewals.
Ensure compliance with IT security best practices, including password policies, MFA enrollment, and endpoint protection.
Contribute to the IT knowledge base with user guides and troubleshooting articles.
Provide excellent customer service and maintain a professional, helpful attitude in all interactions.

Skills & Qualifications

Associate degree or equivalent experience in Information Technology, Computer Science, or related field.
1–2 years of experience in IT helpdesk or desktop support environment preferred.
Familiarity with Microsoft 365 administration, Active Directory, and common SaaS tools.
Strong understanding of Windows 10/11, macOS, and basic networking concepts (TCP/IP, VPN, Wi-Fi).
Experience with hardware setup, printer configuration, and endpoint troubleshooting.
Ability to use and manage IT ticketing systems effectively.
Excellent communication and customer service skills.
Strong organizational and time management abilities.
Eagerness to learn and grow within the IT team.

Benefits

Paid vacation and holidays
Medical, dental, vision, life, and supplemental insurances
401(k) with company match
Employee discounts

Big Brand Tire & Service is an Equal Opportunity Employer. We celebrate diversity and are committed to a respectful, inclusive workplace.

Big Brand Tire & Service

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IT Support Tier I